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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎05-30-2023 10:44 AM - edited ‎05-30-2023 10:46 AM

HP Recommended
Product: HP LaserJet Pro MFP M428fdw

Hi 

I have a scanner that wont feed or work on my HP  mfp 428 fdw.

Troubleshooting steps

downloaded hp scan doctor and did not find anything. Reinstalled printer driver software. unplugged and plugged all cables. Restarted printer. updated printer and nothing worked. My user is trying to scan from the printer and not the laptop but when i did try to scan from the printer somehow it seems like it wanted to work, but the printer made a small noise wanting to scan but then it popped an error message saying  

"one or more of the following problems prevented the scan from being completed: 

The connection to the computer has been lost.

 

 

the scan application on the computer is currently in use. 

the scan feature might have been disabled. 

on ocr application is not installed on the computer

please contact technical support"

 

 

For me it sounds like this is a hardware issue. maybe replacing something inside the printer but i dont know. any more troubleshooting steps that you guys might recommend? 

 

Category:
1 person had the same question
1 REPLY 1

‎05-30-2023 01:08 PM

HP Recommended

Does it copy? A copy can eliminate hardware from software issues.

There is a USB port under the printer's screen. Insert the USB drive and scan directly from a printer to USB, if it works then the hardware is OK, if it doesn't work you have a printer hardware issue.

 

 




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